HONG KONG SAR - Media OutReach - 28
September 2021 - FWD General
Insurance has topped the Customer Experience Index (CX Index) for two consecutive
years in the latest 2020 ranking conducted by Forrester Consulting*. The study focused
on the quality of customer experience among brands in Hong Kong's general
The ranking survey was completed by collecting responses from more than
1,400 customers on insurance brands, which were then evaluated by a third-party
panel. Customers were asked to rate the brands according to various key customer
experience drivers such as customer service, financial consultants, procedure,
communication, digital channel, product, "respects me as a customer", and
Laurence Luk, Director of Sales and Marketing, FWD General
Insurance, said, "It's incredibly rewarding for our relentless focus on
customer experience to be acknowledged by Forrester, and ultimately by
customers. We're committed to delivering a best-in-class customer experience to
make sure our customers are covered, especially during these challenging times."
*A commissioned study
conducted by Forrester Consulting leveraging the CX Index™ framework, December
2019 and November 2020.
Forrester Research does not
endorse any company included in any CX Index™ report and does not advise any
person to select the products or services of any particular company based on
the ratings included in such reports.